Job Description

CALL CENTER MANAGER

Tampa, Florida

OVERVIEW

Our client, a leader in the identity verification industry, is seeking an experienced and highly motivated Contact Center Manager for the company’s technically complex, multi-channel customer support organization. The Contact Center Manager will be responsible for directly managing a few Team Leads with 10-15 Member Support Representatives under each lead, focusing on performance and efficiency in our customer support efforts.

If you have a strong management background and a passion for delivering great customer experiences, this Contact Center Manager position will be an excellent opportunity for you.

RESPONSIBILITIES

• The Contact Center Manager will deliver regular feedback and manage performance reviews for Team Leads and Member Support Representatives
• Develop and grow high-performing representatives, identifying top performers for promotion
• Manage expectations with underperforming representatives, determine mitigation strategy for underperforming trainees
• Manage the Team Lead, working closely with them to execute needs across day-to-day technical coverage, triage, and escalations
• Handle escalations and dive into urgent support issues where needed

QUALIFICATIONS

• 3+ years managing a team of operational or customer support/service staff
• The ideal Contact Center Manager will have experience in a customer support/service role
• Demonstrated ability to monitor and evaluate quality and performance management
• Excellent written and verbal communication skills
• Ability and willingness to work in a fast-paced environment
• Ability and willingness to work in-office in our Tampa, FL location

Company Description

For 30 years, the Midtown Group has been connecting talented professionals with incredible employment opportunities. We are a small, woman-owned business certified by the Women’s Business Enterprise National Council (WBENC). Operating from our headquarters in Washington, DC, we provide trusted staffing services nationwide. Our clients include thousands of the most prestigious Fortune 500 companies, law firms, financial organizations, tech innovators, non-profits, and lobbying firms, as well as federal, state, and local government agencies. Whether you’re looking for a temporary role or direct hire position, Midtown wants you to Love What You Do. To get you there, we can navigate the best options in your industry, connect you directly to hiring managers, and give you the insider tips you need to nail your interview. You’ve got the skills. You’ve got the experience. Let Midtown get you the response your resume deserves. Check us out! www.themidtowngroup.com Finding the perfect fit should always be this easy.